FAQ GamesDeal – FrequentlyAskedQuestions

We hope that this frequently asked questions section can already answer all of your questions about your purchase on our website. However, should you not be able to find your answer here or have a questions regarding a specific problem of yours, we would be happy to help you. Please contact us here, and please always include your order number:
Email: [email protected]

Our support is working day and night to answer your emails. In some cases you may have to wait a little longer for an answer, especially in busier times of the day.

1. General Questions and Answers

1. I need an invoice on my payment.

In general we only send an order confirmation, which only lets you know that we have received your order. It does not, however, mean that you need to pay, nor does it state that you have paid the order. Normally we will neither send you an invoice, nor any other kind of confirmation over your payment.
We make exceptions for customers, who use the software they have purchased for the company itself. In this case, please send us an email in which you include
your EU VAT number
the address of the company (name, address, etc.)
and ask for an invoice. We will then send it to you afterwards within 4 working days.

2. Will my order be verified and if yes, how?

We are confronted with attempted misuse on a daily basis. Therefore we have developed a few reliable methods to protect us, but especially you, our honest customers, from any attempts of that sort. As we respect your personal data and privacy greatly, we will never ask you for a copy of your ID or any other official documents. We will however ask you to provide your telephone number, so that we have the chance to call you and check your order for you. This will not take long and you will get your software fast and secure.

3. What happens to my data?

We will only use your data to process your order.
That means, if we need to have a short conversation over the phone with you, we will call you (which, of course, is free of charge for you). Should there be any kind of problem, which might be solved more efficiently by quickly talking about it, we might call you to make sure that everything is clear. Normally we will however handle such cases over the phone.
However, we will never give your data to a third party that is not involved in your order and also we will never call you for promotion purposes. If we call you it will only have to do with your order.

4. The product I wished to order is sold out – what do I do?

As with any other webshop, it can also happen to us, that we are unprepared for the great demand for a product. In general this is not a problem as we receive new stock soon (usually within 2-3 working days). Still with products that are older and rarely purchased, it can take a little linger until we can offer the game again. Our customer service can often give you more precise information on when we will receive new codes.

6. I have a coupon code.

We have great offers on our website and always try to give you a great price. We also have a great variety of coupon codes which will make our prices even better.
Groupon: If you purchased a coupon code for our website from Groupon, you may find that it can take a little longer until it can be used. We therefore kindly ask to have a little patience before contacting our customer service. It can take up to three working days to activate the coupon. If the code still doesn’t work after that time, you can simply send us an email and we will check the issue for you.
Coupons by GamesDeal: If you received a coupon code from us, e.g. for liking us on Facebook, through our newsletter or from our support, you can only use this code once. Therefore if your payment doesn’t succeed straight away the code might not be working any more the second time. In this case you can also simply send us a friendly email. Surely we will find a positive solution for you.

2. Payment

1. I have paid, but my product did not arrive yet.

a. When will I receive my parcel?
Please note that all our software products are shipped through email. You will therefore not be receiving a package or a parcel containing a CD or DVD or a Key Card.
b. I have placed a pre-order.
Please make sure if your order is really a pre-order. In general all our orders are shipped within 30 minutes. Pre-ordered products will, except for specific products that are excluded here, sent to you shortly prior to the release or on the release date itself.
c. I have paid with a PaySafeCard.
Please check again, if the money was really booked off your card. In some cases the money seems to be gone at first but is booked back onto the PSC shortly afterwards. Should this not be the case, you can simply send us an email and we will check your order for you. Please also send us your order number.
d. I have paid with PayPal.
i. I was not redirected:
You can simply send us a short email with your order number, explaining that you were unable to pay. We will then cancel the order for you without any negative effects and you can simply place a new order. Due to technical issues it is not possible to send the money manually.
ii. I have been redirected:
Please check again if the money really was booked off your PayPal account and that the status of your payment is not “open”. In some cases it can come to a delay caused by PayPal. If your payment is on “completed” and you have been waiting for half an hour, please contact us again via email. We will then check the issue for you. Please include your order number and your PayPal Transaction ID.
e. I have paid via Bank Transfer.
i. The payment was made within the last 3 days:
Depending on the bank institute it can take up to 3 working days for your bank to transfer the money to us. International bank transfers can take even longer, 3-5 days within Europe. Therefore your payment might not have reached us yet. We will send your product out to you as soon as we received your payment.
ii. The payment was placed more than 3 days ago:
Please contact us via email in this case and send us your order number, your IBAN and an image showing the payment (e.g. online banking transfer list or your account overview). Please mark everything black that does not have to do with your payment to us. We will then check if there is a mistake made by us.

2. I cannot pay for my order.

In this case please contact our customer service via email: [email protected] We will then check if this is a general problem. Please also let us know, which payment method you are trying to use.

3. What do I include as the remark for my bank transfer?

Please always include the correct HPP-number and make sure that it was put in correctly in the remark. Please do not include any additional information in the remark. The HPP number is not visible to us. Should you have not received your order within 3 working days, please contact us via email.

4. What should I include as „note to seller“ in my PayPal payment?

You can include your order number and the email address you used when ordering. Both is not necessary though and you cans imply let it empty if you wish to do so.
IMPORTANT: Please note that the PayPal email address is not always the same one you used when ordering.

3. Questions regarding problems with our codes

1. I don’t know how to activate my code.

a. Please read the delivery email first. Usually all the information needed is included there. Should you not find the info there, you may find which platform you need on the product page.
b. The game is for the platform Steam (Codes):
i. I already have a Steam-Account:
Please log into your Steam account in the Steam client.
Then at the bottom of the window on the left side, choose the option „Add a game“ and then „Activate a product in Steam“. After that you will be asked to accept the Terms and Conditions of Steam. Now you can enter the code you have received via Email and click on “continue”. The game will be activated and added to your library. You can then download it and play it as you normally would.
ii. I do not have a Steam-Account:
Please visit the website: store.steampowered.com and create a new account there. After that you can download the client for Steam which is required to be able to play. After that you can use the directions given under “I already have a Steam-Account”.
c. The game is for the platform Origin:
i. I already have an Origin-Account / EA-Account:
Please log into your Origin- / EA-Account in the Origin client. In the top left corner you can now click on “Origin” and then choose “redeem product code”. After that you will find a window opening in which you can enter the code that we sent to you via email. There will be a second step in which you can check if this really is the product you have ordered. If you accept this, the game will be visible under “My Games”. Please note: Addons, DLCs und Season Passes will not be visible separately but are only listed under the main game information. Also note that the main game does NOT need to be activated to be able to activate these codes. You will however need it to play the game, but you can activate the main game at a later point, if you wish.
ii. I do not have an Origin-Account / EA-Account yet:
Please visit the webpage www.origin.com and create an account there. After that you can download the Origin client, which is required to be able to play. You can then follow the description above “I already have an Origin-Account / EA-Account” to activate the game.
d. The game is for the platform Uplay.
i. I already have a Uplay-Account:
Log into you Uplay-Account in the Uplay client. In the top right corner you will find a wheel symbol. Click it and choose “activate product code” afterwards. After entering your code the product will be activated immediately and can then be downloaded. You can see it listed in “Games”.
Please note: Addons, DLCs und Season Passes will not be visible separately but are only listed under the main game information. Also note that the main game does NOT need to be activated to be able to activate these codes. You will however need it to play the game, but you can activate the main game at a later point, if you wish.
ii. I don’t have a Uplay-Account yet:
Please visit www.uplay.com and create a new account there. Afterwards you can download the Uplay client, which is necessary to download and play the games. You can then proceed with the description under “I already have a Uplay Account”.
e. The game is for Battle.net.
Please visit the website www.battle.net . If you do not yet have an account you can create one by clicking “Create an account”. If you have an account you can log in. After successfully logging in, click on your account name in the top right corner and choose “Account settings” in the drop down menu. After that you can find all the games already activated in your account. On the right you can find a green button saying “Add a Game Key”. Choose this and enter the code we have sent to you afterwards. The software will be activated automatically.
f. The game is for none of the above mentioned.
For all other platforms we have tried to include detailed instructions for the activation process in our delivery mail. Should you still not know how to activate a game, you can send an email to our customer service. We will then try to help you as soon as possible.

2. My code cannot be redeemed.

Please read the error message carefully. In many cases this can lead to the solution without the need to contact us. For example if the error message tells you to “try again later” this often means that there is a temporary problem with the website. If the code is really wrong or already used, it will usually not tell you to try again. Should you not find a solution for the given error message, please contact us via email and we will try to find a solution for you as soon as possible. Please always give us your order number so we can find your order quickly.
Please also send us a screenshot of the error message. You can either use a program designed for this (e.g. Snipping Tool which is preinstalled in Windows 8), or you can simply go into the window with the error message, then press the „Print“-Button (usually in the top right corner of your keyboard) and paste it in a program like Paint (by pressing CTRL + V at the same time). You can then modify your screenshot by cutting or highlighting certain areas. You can find a more detailed description, e.g. for MAC products, here: http://www.take-a-screenshot.org/

a. Error Message: „The code is invalid.“
This is usually caused by a typographical mistake. Maybe you have already found that one of the letters is hard to read or that some letters are in the wrong order. Please also check if the code has been redeemed on the correct platform.
If you need further assistance, do not hesitate to contact us via email.
b. Error Message: „The code is already used.“
Regarding games:
Please check first, if the code was accidentally used by you without noticing this: Go to the game library (usually titled “library” or “games”) and see if the game is already there. If you have tried to activate a DLC, Addon or Season Pass this can be checked under the details of the main game. If the game is not in your library, please send us a screenshot of the error message and the library of the platform you used to us via email.
For Xbox & PSN:
Please check if the code really hasn’t been used by you. If this is not the case, please send us an email containing a screenshot of the error message, your order number and a screenshot of the activation history if possible. We will then check the issue for you as soon as possible.
c. Error message: „The game cannot be activated in your country.“
Please note that the product you have ordered is most likely a VPN product. This is noted on our website and also usually in the product title. It should always be delivered with a detailed description in the delivery email. You will need a VPN client to activate this code. If you are certain, that you did not order a game that was specified as a VPN game, please check again in our product description and contact us via email. Here you can find a Description to activate a VPN game.

3. My game was banned. / I cannot re-enter my code.

If your game was banned by the publisher or the platform and it was indicated that this is due to the code which you bought from us, we will try and find the best possible solution for you. Please send us a screenshot of the error message or the message you received indicating it was due to the code and include a detailed description of the problem, so we can find a positive solution for you as soon as possible.
If you ordered software that should be redeemed more than once, you can also contact us with the same information as above.

4. I am unhappy with the product I ordered and would therefore like you to take it back.

a. I have not yet activated the product.
If the product code that we sent you has not been used yet, because you expected a DVD to arrive or because you bought the wrong version, you can simply send us an email in which you clearly state that the code has not yet been used and will not be used in the future. We will then simply take the code back and refund your order within 3 working days. Please note that this can still take longer depending on the refunding method you choose (bank transfer takes 7 working days).
Please also note that some products are excluded of this, which is noted in the product description.
b. I have already activated the product.
In general we cannot take back codes that have already activated, except when there is a mistake or an error caused by us.
One exception of this rule is if the code was reactivated by the support of the platform. You will have to contact the support of the platform and ask them to reactivate the code you have used. If this was done, we will need screenshots that show that the game cannot be used by you anymore and that the customer service of the website agreed to reactivate the code. In these cases we will also take the code back and refund your payment as soon as possible. Still this process will take at least 3 working days. Please contact us for more information.